Mac OS Big Sur compatibility issue

I'm running the beta version of the Technician console on a Macbook Pro with the m1 processor running Big Sur. The console freezes every time I try to connect to a client's computer. Is this a compatibility issue with the new processors on the Macs? Any plans for an updated version of the console for M1 based Macs?

Aries_LMI  The Accessibility permissions on Mac should be the only hurdle to overcome there.  Agents using Rescue to connect from Macs should utilize the beta version we just released (in this thread).

Just adding that I Did successfully connect to an Intel MacOS 11.1 device today without issue, so now I'm a little confused as to what may be wrong.

A few  basics:

• I'm using a corporate license and have no control over the technician console
• I can't speak on behalf of the company
• I've already alerted our IT for investigation on their end
• I've confirmed the issue on M1 and Intel Mac running the stated OS as well as within Parallels on an Intel Mac
• Technician console is running in Windows 10

Essentially, once the LMI.app is downloaded and the client attempts to launch it, nothing happens. You get the launch animation and that's it. I've checked in the System Monitor (?) and don't see LMI hiding in the background. I've tried enabling/disabling the OS' firewall as well as adding the applet to the white list. I've tried pre-adding LMI to the appropriate permissions. My instincts point me to the fact that the random PIN prevents LMI from being used from the App store, but that wasn't an issue with Beta nor 11.0.1.

Great, thanks for confirming the fix Pascale!

Hi,

I could not install the beta link either so I called  support. What did the trick was clicking the screen recording option for LogMeIn in Security and confidentiality. The technicien also click the microphone for LogMeIn apps.

Hopes this helps!

Pascale

Quentin_T   Have you already done a full un-install / re-install of the beta software linked on this thread?

AshC  I know, I have been working with your software for a very long time. I am very familiar with Apple computers as well as permissions to authorized. BUT if the technician's computer is in BigSur, he cannot take control of a remote computer. Even with the permissions, permissions checked etc.

It's very annoying

Quentin_T  If you're connecting into another Mac, then the Apple security permissions must still be applied there.  We cannot bypass those without the end user's consent.

AshC  exactly the same. Because I had already tried with this version. When I click on remote control, the software blocks.